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Date:  5 Jun 2026
Job Req. ID:  2397

Job Title:  SVP Telco Sales and Customer Service Management

Location: 

Bandar Seri Begawan , Brunei-M, Brunei Darussalam

Notice

  • Closing Date: Sunday, 21 June 2026
  • Please submit a PDF copy of your CV, IC, Academic and Professional Certificate(s)
  • Only shortlisted candidates will be notified

Job Description

The role is responsible for managing the commercial interface between UNN and national telecommunications operator (reseller) customers, overseeing the sale of telecommunication products, services, and solutions. The role defines and implements sales and customer service strategies for UNN’s telecommunications business, driving sustainable revenue growth while ensuring high levels of customer satisfaction and long‑term customer relationships.

Responsibilities and Tasks

  • Sales & Revenue Management: 
    - Manages sales of telecommunication services to wholesale partners (WSP)
    - Oversees billing, clearing, and settlements (including billing for IT services)
    - Custodian/Owner for all Customer Interaction -related processes (TelCo services e.g. R2O/C)
    - Plans and manages departmental budgets (cost and revenue)
    - Develops and manages lead, opportunity and sales funnel and related performance KPIs
  • Customer & Partner Management:
    - Manages customer sales and services for all licensed TelCo and wholesale partners
    - Builds and strengthens long-term relationships with parners, managing the end-to-end customer lifecycle (pre-sales, sales, after-sales)
    - Resolves customer issues and complaints by delivering timely, effective solutions
  • Demand & Capacity Planning:
    - Plans national telecom demand and capacity requirements
    - Identifies product, traffic, and capacity needs, demands and requirments of partners
    - Manages related inputs for the BP and operational reviews and steerings
    - Collaborates with internal teams (Product, Technical Planning) and partners
  • Product, Strategy & Business Development:
    - Develops and implements sales, service, and CRM strategies
    - Drives new business opportunities aligned with market trends and innovation
    - Supports partners in market and proposition development
    - Stimulates product and service consumption through strategic initiatives
  • Operations, Process & People Development:
    - Leads and develops team through coaching, mentoring and performance reviews
    - Manages internal stakeholders to ensure timely project delivery and service excellence
    - Improves and automates end-to-end customer service processes (e.g. AI-driven CX improvements)
  • HSE
    - Complies to the Workplace Safety and Health Act (Chapter 277) and UNN HSE policies, procedures, and safe work practices

Core Competency

  • Initiatives
  • Collaboration
  • Critical Thinking
  • Driving Change
  • Customer Orientation
  • Personal Mastery

Leadership Competency

  • Strategic Thinking
  • Decision Making & Problem Solving
  • People Leadership & Coaching
  • Communication & Influence  
  • Stakeholder Management & Building Relationships
  • Delivering Results
  • Planning & Organising
  • Creativity and Innovation

Technical Competency

  • Definition of customer service strategies
  • Customer relationship methodology
  • CRM systems know-how
  • Demand planning of ICT services and products
  • Telecommunication products, service and solution know-how
  • Financial skill in revenue planning and forecasting
  • Overall know-how on wholesales organization E-2-E
  • Design of WS customer development concepts

Area and Years of Experience

Leading sales, customer service and CRM functions, including the management of sales and service organisations and the delivery of excellent customer experience with 8-10 years of extensive experience.

Education

Bachelor's Degree in Marketing, Telecommunications, Computer Science or relevant areas and equivalent working experience. 

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